A Study on Consumers Opportunistic Behaviour During and After Service Recovery in Saudi Arabia

Abstract

Prior studies in the concept of service failure and service recovery have been widely discussed by researchers in both online and offline settings. The findings of these studies indicate that service failure is something that firms cannot avoid, but delivering strong recovery can fix the failure and lead to satisfaction. However, very limited studies have investigated consumers’ opportunistic claiming behaviour during the service recovery. Therefor, this research seeks to provide wider knowledge regarding this behaviour, and the main causes lead consumers to engage in such behaviour.